Geoffrey Insurance Selects Pitney Bowes’ EngageOne Personalized Video for Customer Experience Transformation

Rebranded from Chaucer Direct, the motor insurer will use the solution to transform customer experience, improve retention and drive growth, according to a vendor statement.

(St. Peter’s Church, Pembury, in the County of Kent, home of Geoffrey Insurance. Credit: John Salmon.)

Geoffrey Insurance, (Whitstable, Kent, England), a motor insurance division of the Markerstudy Group of Companies, has selected Pitney Bowes’ (Stamford, Conn./Hatfield, Hertfordshire) EngageOne Video offering to transform customer experience, improve retention and drive growth, according to a vendor statement.

Tim Barber, VP, Pitney Bowes.

Tim Barber, VP, Pitney Bowes.

As a direct insurer, Geoffrey—which announced its rebranding from Chaucer Direct in April 2016—aims to provide total customer satisfaction throughout the entire customer journey, from initial call through to resolution, according to Pitney Bowes. The insurer saw EngageOne as a way to support such service, as it provides what the vendor calls a powerful, highly interactive and personalised experience through a new engagement channel for Geoffrey Insurance’s customers and partners.

The EngageOne Video solution offers a self-service vehicle for customers to fully comprehend their insurance policies via a virtual presenter, using client data for accuracy and precision, according to Pitney Bowes’ description. A presenter takes visitors through a customized journey, produced in real-time, that will explain their policy, address commonly asked questions and address their needs, while educating them on the relevant products and services.

“As a company that has already received numerous accolades for our levels of customer service, we’re always looking at new ways to engage our customers and embracing new technologies to drive a greater service experience is a key part of this,” comments Paul Baxter, head of Direct, Geoffrey Insurance Services and Zenith Direct. “We were hugely impressed with EngageOne Video. It will help us take customer engagement to a new level.”

Accurate and Engaging Customer Experience

“EngageOne Video is a truly innovative, immersive technology which pulls together customer data and uses it across an intelligent software platform to create a highly personalised, accurate and engaging customer experience,” comments Tim Barber, VP, Digital Commerce, EMEA, Pitney Bowes. “It’s a perfect fit for Geoffrey Insurance, both in terms of what they want to achieve for their customers and what they want to achieve for their business.”

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Anthony R. O’Donnell // Anthony O'Donnell is Executive Editor of Insurance Innovation Reporter. For nearly two decades, he has been an observer and commentator on the use of information technology in the insurance industry, following industry trends and writing about the use of IT across all sectors of the insurance industry. He can be reached at or (503) 936-2803.

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